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Part I
Create a database using Access®. The database consists of two tables.
Name both tables.
Establish a primary key for each table.
Create a relationship between the two tables.
Set appropriate properties for all fields.
Enter at least five mock student records in Table One. In Table Two, enter at least three courses for each students listed in Table One.
Create a report containing ID numbers, first names, last names, courses, and letter grades for all students.
Create a query to search for students with all course grades above B. Display the ID number, first name, and last name in the query.
Include the following information in the tables:
Table one
Student ID
First name
Last name
Phone number
Table two
Student ID
Letter grade
Part II
Write a 1-page response for each of the following telephone support scenarios.
You are working at a support desk for a company providing on-site and telephone support to customers with various Microsoft® Office questions. Your customers include people both in your company and outside of your company. Most of them have only a limited understanding of Office.
Scenario 1: Jack, a veterinarian, has experienced tremendous growth within his business. Currently, all animal records are shelved in folders and are sorted alphabetically by the owner’s name. Jack is ready to rid himself of the time and space these files take and has inquired about Access®. He has asked about the key functions of using Access® and how a table, query, primary key, and report are important to his database needs.
Scenario 2: Frank has created a database to inventory his customers’ past due accounts to ensure that he receives payment. He has created two tables: one for the customers’ demographics and the other for the type of services rendered. When he creates a report, the customers’ demographics are all that are displayed, not the amount that is past due.
Scenario 3: Stephanie has been using the same database and queries to track her commemorative plate collection. She has recently discovered that her plates have serial numbers and has decided to record this within her Access® database. When she replaced each plate’s ID with the appropriate serial number, she was unable to use her queries. She has called the support desk wanting to know why this has happened. Stephanie also wants to know if each serial number is unique or similar to the assigned ID number she has used in the past.
Encompass the following in each response:
Identify a general approach for facilitating a customer over the telephone. What are possible challenges in this scenario? What strategies would help you overcome the challenges?
If causes to the problem or question described by the customer are unclear in the scenario, how do you further diagnose the problem or question?
Once the causes have been identified, describe step-by-step troubleshooting instructions to help the customer complete the task.
What if the customer has problems understanding or following your instruction? Briefly explain an alternative solution.

compile the application support checklists created for PowerPoint®

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